Service Change Management

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A service management initiative has many challenges including where to start, where to stop, what approach to take, and how to avoid the expensive pitfalls encountered by 8 out of 10 projects. This class provides a pragmatic, proven method of ensuring a customer focused, affordable and sustainable initiative.

Results Driven, Customer Focused Service Management

This class provides a step-by-step exploration of the key elements of a service management framework, and a multi-program for applying Lean Thinking,continuous improvement methods to eliminate waste, add customer value,and improve the performance of a service provider organization (SPO), and especially aspart of a service management initiative focused on the quality and cost of service.

The Lean principles used, obviate the need for many supposedlymandatory service management pre-requisites to a successful project,such as a service catalog, service level agreements and wholesalereplacement of one of more practices, and instead focus upon:

• The customer and their desired results
• The events, scenarios and activities directly affecting results
• Understanding and designing the provider view of the basis for customer value
• Identifying and eliminating as many of the seven kinds of waste commonly found
• Identifying and minimizing activities not directly adding to customer value
• Establishing a client customer driven provider activities or "pull"
• Ensuring a repeatable pathway is designed for the service request management

Who Should Attend

This course will significantly benefit service management professionals responsible for the justification, design, development and introduction and maintenance, of a value based and customer focused service management strategy.

Key Themes:

• Why traditional projects fail and the demand for Lean Thinking
• How to translate Lean Thinking into Lean Action
• Establishing the Lean Service Organization

Duration:

Three (3) days (9:00 - 5:00), end at 2:30pm on last day

Examination:

This class includes the official CLSP examination scheduled at the end of the class and starting at noon